Peningkatan Kualitas Layanan Perbankan Syariah Melalui Kegiatan Seminar di Desa Timbang Jaya

Abstract

Service quality plays a strategic role as it directly influences customer satisfaction and loyalty, making it a crucial factor in the growth of Islamic banking. Despite the significant development of the Islamic banking industry in Indonesia, a gap remains between customer expectations and perceptions of service quality in both conventional and digital services. This study aims to analyze the concepts, dimensions, and challenges of service quality in Islamic banking and its impact on customer satisfaction and loyalty based on Islamic principles. This research employs a descriptive qualitative approach, with data collected through in-depth interviews, observations, and documentation involving customers, employees, and management of Islamic banks. The findings reveal that service quality is determined not only by technical aspects such as reliability, responsiveness, assurance, empathy, and tangibles, but also by adherence to Islamic values, including honesty, justice, transparency, and the absence of riba, gharar, and maisir. Furthermore, digital transformation plays a significant role in enhancing service quality, although challenges remain in terms of infrastructure, human resources, and the integration of Islamic values. Therefore, improving integrated service quality that combines professionalism, digital technology, and Islamic values is essential to enhance customer satisfaction, loyalty, and the competitiveness of Islamic banking.